Similar to many service companies, DWS needs to bill accurately
for the hours their employees work. Clients pay for completed
jobs, and the company compensates employees for their time. To
stay profitable, actual work time should be less than they
initially estimated.
At DWS, the remote maintenance team is the source of revenue, so
field ops need to track their work down to the minute. As you can
imagine, discrepancies in time logs were common. With the
challenges of working at great heights and staying sharp at all
times, accurately tracking work hours can be quite difficult.
DWS Service faced several challenges with its previous time
tracking system, which relied on Excel spreadsheets. Before
implementing TimeCamp, field operatives took notes of their work
hours and sent these as reports. These reports included hours that
could be billed to clients and details about the work done and any
issues encountered.
Managers received reports about client-billable hours, while HR
received reports about total working hours, including overtime.
This separation led to inconsistencies. For example, clients were
billed for 8 hours, but HR records showed employees worked 12
hours (8 regular + 4 overtime). The two systems (managerial and
HR) were not integrated, causing inaccurate reporting. Employees
often didn't report extra hours to managers because of the
separate reporting processes.
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